Brittany Maxwell
Clarks Summit,PA
Summary
High level, experienced Implementation Specialist focused on project scope analysis, systems configuration, maintenance and troubleshooting expertise. A highly motivated team player with a proven track record for exceeding all goals, ability to multitask on 15+ projects and very complex assignments simultaneously. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills with a desire to take on new challenges.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Implementation Consultant
ChannelAdvisor
Morrisville, NC
01.2022 - Current
- Provided project plan trend analysis and control including analysis, research, development and maintenance of the project data.
- Review, trained, and prepared Clients for Marketplace Settings and Order Fulfillment ensuring accurate Quantity counts before going live on each Marketplace
- Identified issues and made potential solution recommendations as problems developed, enabling quick project modifications.
- Coordinated with project managers to meet development timelines and plan testing.
- Engineered cross-platform software and exported system performance data.
- Modified project plans when needed to better align with organizational objectives.
- Provided status updates to keep upper management informed and to reach goals.
- Verified stability, security and scalability of system architecture. Defined technical integration strategy and developed integration plans.
- Recorded systems information and documented design specifications and installation instructions.
- Worked at times within a team and at times autonomously without direct involvement of others
- Made changes to project scope and cost and implemented most effective change management processes to keep project up-to-date.
- Created team objectives and roles with specific goals outlined for each individual.
- Focused solutions on industry-specific workflow, client base and protocols, tailoring to client needs.
- Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency.
- Collaborated with other departments to coordinate strategic marketing activities.
- Analyzed solutions and coding fixes for software problems.
Client Support Specialist
Degrees
Portland, OR
07.2021 - 11.2021
- Oversaw and performed activities that involved generating correspondence, expediting work, quality management, customer service, resource scheduling, contracts, computer skills, oral and written communication, and presentation.
- Provided Administrative support services to Brokers and Third-Party Administrators in order to process Referenced Based Pricing Claims
- Increased customer satisfaction ratings 50% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Maintained availability for any questions their team members or clients may have, always willing to help at any time
- Created RBP Claim Financial break downs for Clients to further process-provide additional payments
- Maintained current knowledge and skills relative to procedure changes, software or workflow updates, and regulation additions or modifications
- Utilized CRM platform Salesforce heavily to update patient cases.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Performed quality assurance of own work in order to ensure standardization is being adhered to.
- Hosted meetings with Brokers to properly convey Reference Based Pricing, including all benefits and medical data associated with claims
- Utilized Sales Force operations on a daily basis in order to increase time efficiency and opening/closing of RBP cases
- Compiled customer feedback for cross-functional departments to improve product or service features.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Oversaw key customer relationships to close strategic opportunities.
- Drove customer escalations to resolution by engaging directly with clients.
- Collaborated with cross-functional teams to establish customer success programs.
- Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
Administrator/Implementation Specialist (contract)
Insight Global
01.2021 - 06.2021
- Focused on continuous process improvement by defining, maintaining and enforcing business process rules
- Effectively trained 100+ Drivers using Video Platform to ensure process compliance, work efficiency, and quality leading to successful deployment completions
- Demonstrated highly organized and time management skills to ensure implementation adoption stayed on projected time frame
- Monitored and documented training projects status to ensure successful adoption to drivers in the field
- Continuously and effectively troubleshot system net-work, start-up, and connectivity issues with being able to efficiently deliver prompt solutions to each case
- Developed on the mark written correspondence as required by policy; 100% compliance with submitting error free daily and weekly summaries
- Accountable and active key team member; attended all weekly meetings, during meetings actively listened & verbally conveyed concerns and solution ideas collaboratively in team of 10+
- As an Implementation Specialist was responsible for supporting a remote training program that spanned 300+ operational divisions and 8000+ drivers
- Provided reports on the status of training completions, effectiveness, and other operational metrics
- Presented ideas effectively, delivering presentations suited to the characteristics and needs of the audience
- Identified and managed training and development needs for employees
- High on drive and initiative Good business acumen with ability to synthesize creative solutions and consulting capability
- Reviewed project scope ahead of installation to understand customer expectations and important details.
- Evaluated software or hardware to recommend improvements or upgrades and reduced process lags by supervising implementation managers to ensure optimal productivity.
- Identified issues and made potential solution recommendations as problems developed, enabling quick project modifications.
- Collected, analyzed and reported on data for use in operational planning.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Identified discrepancies to devise and initiate cost-effective solutions.
- Enhanced development and drove continuous improvement of project delivery process by providing strong program leadership.
Operations Specialist Petty Officer
Coast Guard
San Diego, CA
04.2014 - 08.2015
- Was able to use and continually develop leadership skills when tracking search and rescue cases by showing peers how to correctly log data into logs for liability purposes
- Integrated standardized tools and templates to streamline cross-functional project management.
- Conducted workplace compliance training to reduce liability risks.
- Maintained user confidence and protected operations by keeping information confidential.
- Created and maintained comprehensive search and rescue documentation so that each case was done in accordance with Coast Guard guidelines and legal expectations
- Worked with Classified hardware/software equipment and Classified coding materials in accordance with Coast Guard and Security Regulations
- Developed training materials and performance management programs to help ensure employees understand their job responsibilities
- Assessed the success of development plans and help employees make the most of learning opportunities
- Provided timely updates and concerns, and consistently completed project steps in a timely manner
- Determined operational objectives by studying business functions and evaluating output requirements and formats.
- Developed actionable roadmaps for improving workflows and processes.
- Provided support for complex issues related to software tools, applications and databases.
- Supported end users in selecting, procuring and using software applications.
- Consulted with internal departments to identify customer needs to include in project objectives.
Operations Specialist
United States Coast Gaurd
Alameda, CA
04.2012 - 05.2014
- Trained over 200+ Coast Guardsman on the importance of Physical and Cyber security
- Maintained Integrity of education/training for staff personnel for proper insurance of deployment submissions to international countries
- Developed detailed tracking progress plan to monitor progression of decreased security violations due to increased security trainings for the unit
- Performed risk management assessments during meetings with higher officer positions to discuss need for classified security precautions and what essential to transfer classified materials to designated sites
- Conducted formal and informal briefings and classes concerning physical security within the unit
- Prepared clear and concise evaluative reports substantiating findings and recommendations for corrective action
- Assisted and recommend the development of plans, policies and procedures for safeguarding government property, material, and programs impacting on the physical security posture of the installation
- Drove standardized best practices and leveraged support functions to optimize operational performance while meeting goals.
- Analyzed operational performance to identify pain points and provided actionable solutions to management.
- Provided timely updates and concerns, and consistently completed project steps in a timely manner
- Provided orientation and guidance to users on how to operate new software and computer equipment
- Identified operational and performance issues and worked with managers to resolve concerns.
- Engaged employees to create safe, energetic work environment through feedback and recognition.
Education
MS - Information Management
Purdue University
10.2021
BS - Information Management
Purdue University
07.2020
Skills
- Application Administration
- Requirements Analysis
- Verbal and Written Communication
- Communication and Team Collaboration
- System and Network Security
- Troubleshooting and Diagnosis
- Virtual and Cloud Technologies
- Technical Documentation and Reporting
- Telephone and Email Etiquette
- Client Management
- Reporting and Documentation
- Implementation and Configuration
- Issue Resolution
- Client Education Needs
- Trained in SaaS/Routing Software apps
- Project Plan Understanding
- Customer Assistance and Support
- Technology Best Practices
- Team Training
- Technical Support and Assistance
- Critical Thinking
- Attention to Detail
Project/Change Management Highlights
Increased Efficiency – Developed new support processes which provided ownership and improved quality. Delivered
quality service build of materials data, provided more efficiently and earlier in the cycle. Adhered to standard management system guidelines to better serve our customers as well as ensure quality process execution.
Skilled in Virtual Team Management – Vendor Relationships, developing and maintaining internal and external client
relationships. Very strong team building skills and successful project management across multiple ChannelAdvisor Marketplaces.
Leadership Skills – . Built and maintained excellent external and internal relationships, expanding process improvement roles within organizations by developing strong client relationships which resulted in continuing process improvement projects as well as expanding the business into other client opportunities. Consistently delivered Projects on time and met success metrics. Experienced Project Manager for large internal operations.
Certification
- ICS 200, 300
- Word Critical
- Incident Stress Management
- Share Point
- FEMA Courses
- Outlook Power point
- Microsoft Teams Excel Access Project Management Essentials (PME)
- Certified Human Resources Black Belt in Six Sigma of Human Resources
- Certified SQL Sales-Force
- Google Data Analytics Professional Certification
- Health Care Administration Knowledge Business
- Performance Metrics Black Belt in Six Sigma of Human Resources
- Certified Sharepoint
- Leadership Decision Making Policy Adherence
- Project Management
Interests
Awards and Commendations: , ChannelAdvisor Q2 MVP for Curiousity and Determination Received Letter of Commendation for all work performed at Air Station Sacramento
Timeline
Implementation Consultant
ChannelAdvisor
01.2022 - Current
Client Support Specialist
Degrees
07.2021 - 11.2021
Administrator/Implementation Specialist (contract)
Insight Global
01.2021 - 06.2021
Operations Specialist Petty Officer
Coast Guard
04.2014 - 08.2015
Operations Specialist
United States Coast Gaurd
04.2012 - 05.2014
MS - Information Management
Purdue University
BS - Information Management
Purdue University
- ICS 200, 300
- Word Critical
- Incident Stress Management
- Share Point
- FEMA Courses
- Outlook Power point
- Microsoft Teams Excel Access Project Management Essentials (PME)
- Certified Human Resources Black Belt in Six Sigma of Human Resources
- Certified SQL Sales-Force
- Google Data Analytics Professional Certification
- Health Care Administration Knowledge Business
- Performance Metrics Black Belt in Six Sigma of Human Resources
- Certified Sharepoint
- Leadership Decision Making Policy Adherence
- Project Management
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